Job Purpose
The purpose of this role is to ensure that our service teams deliver premium Washroom Hygiene service in accordance with the Service Level Agreements (SLA) as agreed upon with customers.
As QA representative, you have the responsibility of advising the clients on hygiene and housekeeping matters, as well as advising on instances where their washroom hygiene coverage is incomplete or inadequate, and lead to identification of additional need areas to ensure the customers get a total washroom solution. To this end you will have a sales target as set out by your Branch Manager.
You will ensure that there are effective and coordinated Quality Assurance activities in the Washrooms Department, and that timely actions are taken on matters that arise from service quality concerns by our customers. The position also plays a significant role in ensuring the business is living its Core Values of Service, Relationships, and Teamwork.
Key Responsibilities
Take stock of all sanitary units in the custody of the customers within your allocated route/zone.
Compare the supposed customer units iCABS against the actual number of units physically available at the customer premises to ensure accuracy of records
Maintenance of 100% accurate records of sanitary units within your area
Carry out QA inspections at customer premises noting any hygiene and housekeeping matters
Review quality assurance standards; observe existing policies and procedures, and interview personnel and customers to evaluate effectiveness of quality assurance program
Compile statistical data and write narrative reports summarizing quality assurance findings from client visits on relevant platform
Maintain current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring in relation to your clientele
Work closely with Washroom Technicians to ensure they offer a first class service to customers
Meet target number of QA monthly visits – 5 per day /110 per month
100% DSP updated by 10pm daily
QA reports generated are accurate and professionally presented
Identify and/or receive, and attend to all customer service and quality complaints within zone, and report on follow-up actions
Offer prompt and reliable response to customer complaints and give honest feedback to customers and colleagues.
Observe the ideals of the Customer and Colleague Promise
Review Customer Voice Counts (CVC) results for your area with the Manager and develop workable action plans to address all issues raised by customers within agreed timelines
Customer complaints are handled effectively and efficiently 24hrs
Nil follow up/repeat complaints by same clients
Client Retention budget met (monthly)
Customer Net Promoter Score (CVC) target met
Adhere to Company SHE policy
Knowledge, awareness & compliance with SHE regulations & guidelines
Budget Work Day Lost (WDL) & Lost Time Accidents (LTA) met
Liaise closely with the Manager to champion the launch of any QA initiatives intended to improve effectivenessVisit potential/existing customers to demonstrate all the services and products offered by the Company.
Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region
Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
Mediate the price increase process with the clients
Undertake debt collection and maintain your customers within agreed credit terms
Meet the desired and agreed sales target on a monthly basis
Maintain and manage a healthy sales pipeline and meet the calls per day target
Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
Carry out account management for allocated customers in line with procedure and best practice
Monitor the day-to-day commercial performance of each account within your territory.
Support the tendering teams with customer surveying and quotation process
Actively support the conversion of sales leads
Partake in and support marketing activities in line with the strategy
Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc
Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers
Critical Competencies
Establish SMART objectives for self and others
Be enthusiastic and work with energy to achieve company standards and goals
Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
Plan, organise and prioritise workload effectively Act Commercially
Requirements:
Key requirements
A diploma or degree qualification in any business course
A good grasp of the Company’s products and services
Experience in quality assurance/ client retention minimum of 2 years experience in Direct or Field sales
Strong selling skills
Demonstrated ability to generate leads
Self-drive and initiative in current role
Valid driver’s licence, with a minimum of 2 years experience
Any relevant tertiary education
Apply via :
careers.rentokil-initial.com
